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Customer support service: A relationship perspective
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
2008 (English)In: Managing Service Quality, Vol. 18, No. 1, pp. 87-107Article in journal (Refereed)
Abstract [en]

Extended Abstract

Purpose: The purpose of this article is to describe customers perception of customer support service related to the core service in telecom customer relationships. The customers perceptions of the support-service stem from their contacts with the support service and are related to the importance for the relationship with the telecom provider.

Approach/Methodology: We used a modified version of SPAT (Switching Path Analysis Technique) in our analysis to create the necessary data for carrying out a dynamic analysis - in other words customers experiences of the customer-support service over time in their relationship with the service provider. The modification, called the SPAT mechanism, only focused on the difference between driving and non-driving factors related to the relationship strength.

Findings: From the service perspective we found that some of the customers in the present study were particularly focused on the customer-support, which made it dominate the relationships. At that special time, their telecom service predominantly comprised customer support, which was more important than the core service. At other times, when the support-service focus was not as strong, the priority was likely to be different. Consequently, the composition of the telecom service and the core service is according to customers expressions dynamic and only the customer perspective has the authority to define it.

Research limitations: Research on service has been going on for several decades, and thus offers a great variety of findings from cross-sectional studies. Therefore, the present studys presentation of only one kind of service could be considered limited.

Place, publisher, year, edition, pages
2008.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-17978OAI: oai:DiVA.org:kau-17978DiVA: diva2:591597
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2013-01-21

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
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